Communication system

ABSTRACT

Communication system comprising user terminals ( 2, 12 ) operable by users ( 1 ) and connecting means ( 3 ). Connected to a “personal assistant” server ( 6 ) is a terminal ( 7 ), operated by a human “personal assistant” ( 8 ) who can be called up by users to provide information or offer other services. The server ( 6 ) is connected to a users database ( 9 ) containing user-specific data and settings, whereby the server, on detection of a call from a user terminal ( 2, 12 ) to the “personal assistant” terminal ( 7 ), reads out the data and settings of the calling user from the database. The server ( 6 ) is connected to internal or external data systems ( 13, 15 ), which are accessible and operable by the “personal assistant” terminal ( 7 ) with control by user data and settings called up from the users database ( 9 ). The data systems can be an e-mail system, a diary system, internal or external information systems, an SMS system, a fax system, a unified messaging system, etc.

FIELD OF THE INVENTION

[0001] The invention relates to a communication system comprising userterminals operable by users and connecting means for connecting the userterminals to a telecommunications network. The user terminals referredto below can include to be voice terminals.

BACKGROUND OF THE INVENTION

[0002] A communication system of this kind is generally known as aprivate or public telephony system. The object of the present inventionis to provide a system by which personified and personal assistance isoffered to a user, which in fact amounts to a personal secretaryfunction and which is intended especially for business andsmall-business use and is particularly well suited for teleworking“communities”, etc. In contrast with a number of known systems, thepresent system does not, in principle, make use of “voice response” or“voice recognition” etc., but uses a human “personal assistant” or“operator” with sufficient resources at his or her disposal to offervery efficient personal help to a variety of users.

SUMMARY OF THE INVENTION

[0003] The communication system according to the invention comprises a“personal assistant” server connected to the connecting means, to whichserver a “personal assistant” terminal is connected, which can comprisea voice part and a data part and which can be operated by a human“personal assistant” who can be called up by the users via theconnecting means. The “personal assistant” server, together with thepersonal “operator” who makes use of the facilities of the server, ispart of the system.

[0004] In order to have all relevant data “on hand” when a user calls,the server is connected to a users database containing data about thevarious users, whereby the server, on detection of a call from a uservoice terminal to the voice part of the “personal assistant” terminal,reads out the data of the calling user from the database and makes thesedata available to the data part of the “personal assistant” terminal.This enables the “operator” to see on the screen which user is callingas well as the user's relevant personal data. With the aid of thesedata, the operator can perform actions on behalf of the calling user,such as reading the user's e-mail etc., making use of the user-specificdata and settings withdrawn from the database, namely the “username”,“password” and “preferences”, which are not shown on the screen but areused “underwater” for activating the user's e-mail account etc. (withoutthe operator being able to read the username or—in particular—thepassword). Examples of this will be given in the working example. Theusers database can be connected via the connecting means to user dataterminals, thus enabling the users themselves to read or modify theirdata.

[0005] As mentioned above, a particular object of the present inventionis the support by means of the “personal assistant” server of the“personal assistant” in voice communication between the (voice) terminalof the user and the voice part of the terminal of the “personalassistant”.

[0006] The invention is not, however, as mentioned above, limited tothis: the “personal assistant” server can also, by providing the“personal assistant” with specific user data and making user-specificsettings, offer assistance and support when the communication betweenthe user and the “personal assistant” proceeds via their (alphanumericor graphic) data terminals. For such data communication as well, the“personal assistant” server can read out the user-specific data andsettings from the database with reference to the address of the“calling” data terminal of the user.

[0007] As well having access to the personal users data, the “operator”can also be connected by means of his/her terminal and the “personalassistant” server to internal or external data systems (or“data-processing systems”), which can be operated by means of the“personal assistant” terminal. In many cases, depending on the sort ofdata system, the data system is operable by the “personal assistant”with (co-)control by user data of the calling user called up by theserver from the users database. The data system may, for example, be ane-mail system; it is clear that the “personal assistant” —for example inreply to a query by the user to the “personal assistant”: “Is there anymail for me?” —can only access that e-mail system by using user data(from the users database) such as login name and password of the user inquestion. The data system can also be a (personal) diary system (oftenintegrated with the e-mail system) or an information system, for examplea public transport information system that is consulted by the “personalassistant” at the user's request (“When is my appointment with Mr. P.”or “When does the first train leave for G.”). Other possibilities are anSMS system, a fax system (“Are there any faxes for me” or a “unifiedmessaging” system (“Have any important messages arrived?”).Incidentally, it is also envisaged that the “personal assistant” canalso —at the request of the user—send messages (e-mail, fax, SMS) ormake appointments and enter them in the user's diary, etc. (“Miss A.,please send an SMS message to X. to say I will be taking a latertrain.”).

[0008] The invention will now be described in more detail with referenceto a working example.

EXAMPLES

[0009]FIG. 1 shows a communication system comprising user voiceterminals 2 operable by users 1 and connecting means, namely a network3. Via a switch 4 the user voice terminals can be connected to atelecommunications network 5. Via another switch 4 the network 3 can beconnected to a (for example IP based) data network 14. As well as theuser voice terminals 2, the network 3 has connected to it, amongst otherthings, a “personal assistant” server 6, which is connected to a“personal assistant” terminal 7.

[0010] This terminal 7 comprises a voice part 10 and a data part 11 andcan be operated by a human “personal assistant” (or “operator”) 8 whocan be called up by the users via the connecting means 3 and also viceversa. The “personal assistant” can also forward telephone calls totelephone sets etc. connected to the network 5.

[0011] The server 6 is connected to a users database 9 containing dataabout the various users 1. When a call from a user voice terminal 2 tothe voice part 10 of the “personal assistant” terminal 7 is detected,the server reads the data of the calling user from the database andsends it to the data part 11 of the “personal assistant” terminal 7.

[0012] The users database 9 is also connected via the connecting means 3to user data terminals 12, enabling the users 1 to read or modify theirdata.

[0013] The server 6 is additionally connected to various internal datasystems 13 and/or—via a network 14—to external data systems 15, whichare accessible and operable by the “personal assistant” 8 by means ofthe “personal assistant” terminal 7. These data systems 13 and 15 areoperable by the “personal assistant” 8 by means of the “personalassistant” terminal 7 with control by user data (data, settings,parameters) of the calling user 1 called up by the server 6 from theusers database 9. The data system can be an internal (or external)e-mail system 13 (or 15 respectively), a diary system, an informationsystem, for example an (external) Internet-based system or an (internal)intranet-based system. The data system can also be a Short MessageSystem (SMS), a fax system or a unified messaging system.

[0014] If user 1 calls the “personal assistant” 8 (or more accuratelyserver 6) via telephone set 2 and network 3, the extension number ofuser 1 is forwarded to the “personal assistant” server 6. On the basisof this extension number (“CLI”), server 6 searches in its database 9for the personal data and settings of the user and reads these out.

[0015] Some of these personal data—such as the name of the caller—aresent to screen 11 of the “personal assistant” terminal 7, while a callsignal sounds in the voice part 10. The “personal assistant” 8 can nowanswer the call in a personal manner (“Good afternoon, <user name>, howcan I help you?”) with the aid of the data (such as the user name)displayed on the screen 11. The user 1 can now ask questions or makerequests which can be handled by the assistant with the aid of thepersonal user data and settings from the user database 9. For example,the e-mail address of the user is stored in the database 9 and will beread out from the database 9 in the event of a call by the user. Theuser 1 can now ask the question “Is there mail for me?”, to which theassistant, with the aid of the user's e-mail address—that does not needto be displayed on the screen 11, can call up the e-mail of the userwith a few simple actions and answer the question. Similarly, the usercan ask the question “How are my shares doing?”, which the assistant cananswer simply and quickly if the user's share funds are stored in thepersonal data and can be read out in response to a call. Controlled bythe read-out funds, an internal or external data system 13 or 15respectively, which can provide the requested share prices, isconsulted. Another example is the request by user 1 for the assistant tophone “home” to say that the user 1 will be coming home later. In thiscase, the “home” telephone number is read from the database 9 and eitherdisplayed on the screen 11 and used by the assistant for dialling, orincorporated as (invisible) attribute in a screen object (“Hometelephone ”) that can be activated by the screen mouse in order to dialthe “home” telephone number and then to switch through to the user 1.The user can also ask the “operator” to make an appointment with anotherperson, either by phone or via a shared diary system 13 or 15. For thisas well, the “operator” needs the access codes etc. for the diarysystem, which are read out from the database 9. After being made,appointments are entered in the diary system 13 or 15 respectively,possibly after consultation with the user 1 via the voice part 10.

[0016] The users database 9 can, via the connecting means 3, be accessedand modified by the users 1. To enable the assistant to provide the userwith data from various types of data systems, the server 6 is connectedto various internal data systems 13 and/or external data systems 15,which can be operated by the assistant 8, making use of user data of thecalling user 1 called up by the server 6 from the users database 9. Thedata system can, as already mentioned, be an internal or external e-mailor diary system, an information system based on, for example, theInternet or intranet, a Short Message System (SMS), a fax system or aunified messaging system.

[0017] In this way, the personal “operator” can, with the aid of server6 and servers 13 and 15 operable from server 6, offer a wide range ofservices to each user 1 individually in an efficient but neverthelesspersonal (non-mechanical) manner.

[0018] It is pointed that the system according to the invention is basedon the deployment of a human “operator” who, with the support of server6 and servers 13 and 15, answers the users and serves them by setting uptelephone connections to the network 5, obtaining information and/orperforming tasks, making appointments, sending messages, etc. Althoughthe system makes use of a human “operator”, it is nevertheless envisagedthat some tasks could be taken over by an “electronic operator”, via“voice recognition” and “voice response” (VR), etc. For this purpose itis envisaged that the server 6 could comprise modules which recordactual dialogues held between the users and the human “operator” and,based on this input, could be developed and trained to respond to datafor VR.

[0019] Although the main aim of the present invention is to improvevoice-based communication between the “personal assistant” 8 and theusers 1, the invention is also useful if the communication is based ondata. The “personal assistant” server 6 can, by offering the “personalassistant” specific user data and making user-specific settings, alsoprovide assistance and support if the communication between the user andthe “personal assistant” proceeds via their (alphanumeric or graphic)data terminals 11 or 12 respectively. For such data communication aswell, the “personal assistant” server can read out from the database 9the user-specific data and settings based on the address of the“calling” data terminal 12 of the user and use them in the furtherinteraction with the user.

1. Communication system comprising user terminals (2, 12) operable byusers (1) and connecting means (3) for connecting the user terminals toa telecommunications network (5, 14), characterised by a “personalassistant” server (6) connected to the connecting means, to which servera “personal assistant” terminal (7) is connected, which can be operatedby a human “personal assistant” (8) who can be called up by the usersvia the connecting means.
 2. Communication system according to claim 1,characterised in that the server (6) is connected to a database (9)containing user-specific data and/or settings of the various users (1),whereby the server, on detection of a call from a user terminal (2, 12)to the “personal assistant” terminal (7), reads out those user-specificdata and/or settings of the calling user from the database. 3.Communication system according to claim 2, characterised in that theusers database (9) is connected via the connecting means (3) to userdata terminals (12), and the users (1) can read or modify theiruser-specific data and/or settings.
 4. Communication system according toclaim 2, whereby the user terminals are voice terminals (2) and the“personal assistant” terminal (7) comprises a voice part (10) and a datapart (11), characterised in that the server (6), on detection of a callfrom a user voice terminal (2) to the voice part (10) of the “personalassistant” terminal (7), reads out the user-specific data and/orsettings of the calling user from the database and makes these dataavailable to the data part (11) of the “personal assistant” terminal(7).
 5. Communication system according to claim 2, characterised in thatthe server (6) is connected to one or more internal or external datasystems (13, 15) which are accessible and operable by the “personalassistant” (8) by means of the “personal assistant” terminal (7). 6.Communication system according to claim 5, characterised in that thedata system (13, 15) in question is operable by the “personal assistant”(8) by means of the “personal assistant” terminal (7) with control byuser-specific data and/or settings of the calling user (1) called up bythe server (6) from the users database (9).
 7. Communication systemaccording to claim 5, characterised in that the data system (13, 15) isan e-mail system that is operable by the “personal assistant” terminal(7) with control by the user-specific data and/or settings. 8.Communication system according to claim 5, characterised in that thedata system (13, 15) is an electronic diary that is operable by the“personal assistant” terminal (7) with control by the user-specific dataand/or settings.
 9. Communication system according to claim 5,characterised in that the data system is an information system that isoperable by the “personal assistant” terminal (7) with control by theuser-specific data and/or settings.
 10. Communication system accordingto claim 5, characterised in that the data-system is an SMS system thatis operable by the “personal assistant” terminal (7) with control by theuser-specific data and/or settings.
 11. Communication system accordingto claim 5, characterised in that the data system is a fax system thatis operable by the “personal assistant” terminal (7) with control by theuser-specific data and/or settings.
 12. Communication system accordingto claim 5, characterised in that the data system is a unified messagingsystem that is operable by the “personal assistant” terminal (7) withcontrol by the user-specific data and/or settings.
 13. Personalassistant server (6) comprising means for making a connection, viaconnecting means (3), to user terminals (2, 12) operable by users (1)and the onward connection of said user terminals to a telecommunicationsnetwork (5), characterised by means for connecting a personal assistantterminal (7) that can be operated by a human “personal assistant” (8)who can be called up by the users via the connecting means, whereby theserver (6) is connected to a users database (9) containing user-specificdata and/or settings about the various users (1), whereby the server, ondetection of a call from a user terminal (2, 12) to the “personalassistant” terminal (7), reads out the data of the calling user from thedatabase.
 14. Personal assistant server according to claim 13,characterised by means for connecting the server (6) to one or moreinternal or external data systems (13, 15) which are accessible andoperable by the “personal assistant” (8) by means of the “personalassistant” terminal (7), with control by user-specific data and/orsettings of the calling user (1) called up by the server (6) from theusers database (9).
 15. Personal assistant server according to claim 13,whereby the user terminals are voice terminals (2) and the “personalassistant” terminal (7) comprises a voice part (10), characterised bymeans for recording and processing actual dialogues between the voicepart (10) of the “personal assistant” terminal (7) and the voiceterminal (2) of the user (1).